{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "CX Community—Year One |Digital.gov",
    "description": "CX Community—Year One",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/30/cx-community-year-one/index.json","item" : [
    {"title" :"CX Community—Year One","summary" : "Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.","date" : "2015-12-30T10:00:47-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-12-30-cx-community-year-one.md",
      
      "filepath" :"news/2015/12/2015-12-30-cx-community-year-one.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-30-cx-community-year-one.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-30-cx-community-year-one.md","slug" : "cx-community-year-one","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/30/cx-community-year-one/","content" :"\u003cp\u003eCustomer experience, or CX, is everywhere these days. Companies tout how they’re improving the customer experience with faster service, greater convenience or better products. If you’re wondering how customer “experience” differs from customer “service,” customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship, e.g., from how you originally selected your cable company, to their service throughout the course of your entire relationship with them.\u003c/p\u003e\n\u003cp\u003eHow does this relate to government? Well, since government is primarily a sole-source provider, people typically don’t have another choice—they must work with us to fulfill critical tasks such as paying taxes or getting a driver’s license. To me, that means we have an even greater responsibility to provide excellent service.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/12/600-x-400-The-shape-of-growing-graph-arrow-OlegSirenko-iStock-Thinkstock-496638654.jpg\"\n    alt=\"A growing crowd forms the shape of a rising graph arrow.\"/\u003e\u003cp\u003eOlegSirenko/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThat’s why I feel honored to lead the government \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003eCustomer Experience Community of Practice\u003c/a\u003e (CX-COP). We opened our doors for business in April 2015, and in our first nine months, we’ve tripled our membership, growing to almost 600 members representing more than 130 U.S. government agencies. The fast growth of this community signals that there are lots of people out there who care about making government better.\u003c/p\u003e\n\u003cp\u003eA big focus for the CX-COP in 2015 was on education. First, we conducted a \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/31/new-kid-in-town-the-customer-experience-community/\"\u003etraining needs survey\u003c/a\u003e to discover the type and level of training people needed. Based on that survey, we hosted six CX training events in 2015:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/\"\u003eHow the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/17/using-customer-feedback-to-improve-healthcare-gov/\"\u003eUsing Customer Feedback to Improve HealthCare.gov\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/14/federal-student-aid-customer-experience-journey-a-recap/\"\u003eFederal Student Aid Customer Experience Journey: A Recap\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/07/cx-data-in-action-series-case-study-1/\"\u003eCX Data in Action Series: Case Study #1\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/09/connecting-with-the-social-and-behavioral-sciences-team/\"\u003eConnecting with the Social and Behavioral Sciences Team\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/14/government-customer-service-update-webinar-recap/\"\u003eGovernment Customer Service Cross Agency Priority (CAP) Goal Update\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/11/600-x-300-Marketing-concept-target-and-Customer-Satisfaction-on-wall-background-maxkabakov-iStock-Thinkstock-453577131.jpg\"\n    alt=\"Marketing concept target and Customer Satisfaction on wall background\"/\u003e\u003cp\u003emaxkabakov/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eYou can view more CX training on our \u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nH7xSSjL1XBXPfVqw68BNbW\"\u003eCX Playlist\u003c/a\u003e. We also published several \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/customer-experience/\"\u003eCX-related stories on DigitalGov\u003c/a\u003e, and encouraged agencies to \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/11/how-will-you-celebrate-customer-service-week/\"\u003eparticipate in Customer Service Week\u003c/a\u003e by sharing lessons learned and hosting activities designed to improve customer service.\u003c/p\u003e\n\u003cp\u003eFinally, we’re developing a CX Toolkit to help agencies improve their CX programs. The Toolkit will feature hiring and onboarding tips to build a customer-centric culture, best practices for using voice-of-the-customer data to make meaningful improvements, guidance on designing customer-friendly digital experiences and more.\u003c/p\u003e\n\u003cp\u003eIn 2016, we plan to expand the Toolkit, and continue to offer quality, practical CX training. Please \u003ca href=\"mailto:rachel.flagg@gsa.gov\"\u003elet me know\u003c/a\u003e if you have a resource or best practice to contribute to the toolkit, or an idea for a speaker or training topic that we could feature in 2016. Also, if you haven’t joined the CX-COP listserv yet, please visit our \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003eCX Community page\u003c/a\u003e to sign up!\u003c/p\u003e\n"}
  ]
}